Job Description

Program Manager – Global Business Services

As a Program Manager within the Global Business Services (GBS) team, you will play a pivotal role in driving large-scale, complex business process transitions and transformation programs across the enterprise. You will partner with senior leadership, country organizations, and delivery teams to ensure seamless migration of processes from existing locations to offshore, nearshore, or provider sites. While your primary focus will be on managing transitions, you will also lead other high-impact programs as directed.

This role requires a seasoned leader with strong program governance, stakeholder management, and execution capabilities in a fast-paced, dynamic, and highly matrixed environment.

Key Responsibilities

• Program Delivery & Governance
• Lead large, multi-workstream transition programs, ensuring delivery against defined scope, timeline, budget, and quality.
• Establish and enforce governance structures, steering committees, and reporting standards.
• Execute on transitions/projects in line with recognized best practice methodology (planning, managing risk, governance, quality assurance, issue resolution, reporting) within the approved schedule
• Deliver on the transition/project plan Report project/transitions progress, and risks. Develop corrective action where necessary.
• Strategic Planning & Execution
• Build, oversee, and adapt comprehensive transition and transformation roadmaps.
• Ensure alignment of transition programs with enterprise strategy, GBS service delivery models, and business priorities.
• Support development and validation of business cases, presenting to leadership for decision-making.
• Stakeholder & Change Management
• Engage with executive sponsors, functional leaders, and regional/country stakeholders to secure buy-in and ensure successful adoption.
• Act as a trusted advisor to business and functional leaders, providing insights and guidance on transition impacts.
• Manage communication strategies across regions and functions to ensure transparency and alignment.
• Process Improvement & Capability Building
• Identify, document, and implement process improvement opportunities during and post-transition.
• Champion best practices in program and transition management, embedding continuous improvement into delivery.

Qualifications

• Bachelor’s or Master’s degree in Business, Management, or related field (or equivalent experience).
• 8+ years of experience in program/project management, with at least 5 years in large-scale transition programs within BPO, SSC, or GBS environments.
• Proven success managing multi-country, multi-functional transitions or transformation programs.
• Strong knowledge of transition and transformation methodologies, governance frameworks, and program management tools.
• Project/Program Management certification (PMP, PgMP, MSP, or equivalent) is a plus;
• Strong financial and resource management skills, with experience managing multimillion-dollar budgets.
• Demonstrated expertise in executive stakeholder management, influencing across functions and geographies.
• Strong knowledge of change management principles and ability to drive adoption in complex environments.
• Excellent communication, presentation, and negotiation skills; able to influence at all organizational levels.
• High resilience, adaptability, and ability to manage ambiguity in a fast-paced, global matrix organization.
• Solution-oriented, strategic thinker with strong analytical and problem-solving skills.
• Passion for continuous improvement, innovation, and building scalable capabilities.

Core Competencies

• Leadership & Influence: Inspires teams, builds trust, and drives results across diverse stakeholders.
• Strategic Execution: Balances long-term vision with operational excellence.
• Customer Orientation: Champions a high level of service delivery and ensures value realization.
• Agility & Flexibility: Thrives in dynamic environments, adjusting quickly to new priorities.
• Structured Problem-Solving: Brings rigor, discipline, and clarity to complex challenges.